-
Bug
-
Resolution: Tracked Elsewhere
-
Highest
-
None
-
10.0.0, 10.3.2, 10.3.3, 10.3.4, 10.3.5, 10.3.6, 10.6.1
-
4
-
Severity 3 - Minor
-
137
-
Problem
When using Jira Service Management (JSM) version 10+ with more than one JSM projects configured, accessing the Help Center page at <BASE_URL>/servicedesk/customer/portals fails to load and results in an indefinite loading spinner under specific conditions. This issue arises when the "Extension for Jira Service Management" app is installed and the "Use gzip compression" setting is turned off.
Environment
Jira Service Management 10+
Steps to Reproduce
- Install JSM 10+
- Create 2 or more JSM projects
This is so you can reach the <BASE_URL>/servicedesk/customer/portals URL. If you only have a single JSM project, you will be redirected to <BASE_URL>/servicedesk/customer/portal/1 instead. The issue only occurs when reaching <BASE_URL>/servicedesk/customer/portals
- Install the Extension for Jira Service Management app
- Confirm that "Use gzip compression" is turned off
- Navigate to <BASE_URL>/servicedesk/customer/portals, and the page does not load, and the spinning load icon persists indefinitely.
Expected Results
The Help Center page successfully loads and displays the available JSM portals:
Actual Results
The Help Center page does not load, and is presents a spinning, load icon indefinitely:
Further investigation into the browser console during the page load show that /rest/servicedesk/1/customer/models appears to be responding with incomplete JSON:
In contrast, when "Use gzip compression" is turned on, the JSON response is valid and complete:
Workaround
Enable the "Use gzip compression" setting as noted in Configuring Jira application options
Controls whether to compress the web pages that Jira sends to the browser. It is recommended that this be turned ON, unless you are using mod_proxy.
Default: ON
Alternatively, if enabling Jira's native gzip compression is not an option, you can start typing in the Help Center's search bar, and doing so will display the list of available JSM portals.
Notes
- blocks
-
ACE-7949 You do not have permission to view this issue
- links to
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-16224] Help Center page does not load when the Extensions app is enabled and Gzip compression is off
| Remote Link | Original: This issue links to "Page (Confluence)" [ 1026445 ] |
| Remote Link | New: This issue links to "Page (Confluence)" [ 1026445 ] |
| Support reference count | Original: 3 | New: 4 |
| UIS | Original: 125 | New: 137 |
| Resolution | New: Tracked Elsewhere [ 15 ] | |
| Status | Original: Short Term Backlog [ 12074 ] | New: Closed [ 6 ] |
| UIS | Original: 119 | New: 125 |
| UIS | Original: 105 | New: 119 |
| Status | Original: Needs Triage [ 10030 ] | New: Short Term Backlog [ 12074 ] |
| UIS | Original: 104 | New: 105 |
| Status | Original: Short Term Backlog [ 12074 ] | New: Needs Triage [ 10030 ] |